Customer service standard - ServiceMark

ServiceMark is a national standard which recognises an organisation's commitment to, and achievement in customer service.

ServiceMark is based on customer satisfaction feedback and an assessment of employee engagement with your organisation's customer service strategy. It helps organisations understand how effective their customer service strategy is and identifies areas for improvement.

This is an opportunity for organisations, whatever their size or position in the market, to develop their service capability and demonstrate how good their customer service really is.

Why is it important?

Achieving the ServiceMark will help you:

Identify where you need to make improvements

Develop action plans for service improvement

Demonstrate to your customers and employees your commitment to service improvement

Improve customer retention

Increase your efficiency

Motivate and engage your employees

What is involved?

There are three stages your organisation will need to complete in order to gain ServiceMark.

Each element can be taken separately and each will provide insight into your customer service performance:

Customer feedback – this can be obtained through the UK Customer Satisfaction Index (UKCSI) business benchmarking data or use your own measurement, providing it meets certain criteria.

An independent assessor will carry out a number of site visits to ascertain if you are meeting the benchmarks and are implementing the action plans required to drive forward your customer service programme.